Suddenlink

1.2 out of
5, based on 12 ratings and25 reviews & complaints.

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Customer Service

Breach Of Contract

Posted by Joanna1975 on 07/31/2009

ABILENE, TEXAS -- I ordered Suddenlink's "Triple Play" that was advertised on the back of my local supermarket's purchase receipt. When, I called the 800+/- number on the receipt, I was able to set up service for cable/internet/phone as a "bundle." I was also given the chance to purchase the modem for $24.95, which I agreed to do. The verbal service agreement was set up by a rep for Suddenlink. Everything went smooth and I was pleased with the way the phone call to set up my service went, which was by speaker-phone so my fiance could help me setup the service. The verbal agreement that was reached, with the help of my fiance since he handles all my business matters including bills, etc., was that I would purchase the modem for $24.95, as mentioned above, and the bundled service mentioned above. However, I was having trouble with my billing & service at the start. I had to call in and speak to a Suddenlink rep, who verified the verbal agreement that was originally setup. The rep (all names are being concealed to protect my case) told me that since I was having so much trouble with the billing/service, that he was waiving the modem charge of $24.95 to makeup for the troubles I was having with Suddenlink. NOW, 1 1/2 years later, when I moved to an area that Suddenlink does not carry service, Suddenlink is demanding I return the modem that was exempted from charges. In other words, they want the modem back that I was originally going to purchase, but which had been waived from charges due to the problems I was having with my billing/service. They are trying to get the modem back, but the modem is mine, due to the reasons stated above. My fiance is witness to this happening, and he has a power-of-attorney from me to take care of all my business matters, which also includes the ability to sue and recover damages. Suddenlink has been telling me that when I ran a telephone line into that modem, then it was not mine anymore. I say that is entirely opposite of the verbal agreement reached by telephone, because the modem became mine before the phone service was started. Plus, Suddenlink could not "turn-on" the phone for a couple weeks or so after the agreement by phone was reached. I & my attorney-in-fact have tried numerous times to get this matter straightened out with Suddenlink, but they are adamant that the modem is theirs and they are now billing me $130+/- for the modem. However, I have receipts & paperwork showing that the rental modem (little silver modem) was picked up by the service technician when he turned on my phone a few weeks after I was told the modem that I was to purchase was mine (big black modem). Also, the original work-order shows that the rental modem was picked up and the "purchased" modem was given to me when the technician came out to set up my telephone service, which is also the modem I was told was mine. When my attorney-in-fact (fiance) picked up the rental modem from the Abilene TX Suddenlink about a year and a half ago, the woman behind the counter told him that the modem that he was picking up (silver one) was just the rental modem, after he inquired if that was the modem that was being purchased {which was later exempted from me being charged due to the problems I was having with Suddenlink's billing/service). She told him that the one that was originally to be purchased would be brought to my home when the technician came out to install my telephone service. So, when I call the Suddenlink West Region office, they assure me that the modem that I have now is mine, which is verifiable by the receipts and paperwork that I have in my possession. However, when my attorney-in-fact went to turn in the DVR receiver when my service was cancelled by me because of my move to another town, the Abilene Tx Suddenlink is demanding that I return the modem that was to be purchased but was waived of charges due to the problems that I was having with Suddenlink to begin with. So, the regional office is saying the modem is mine, and the local office is saying it is not. However, the regional office thinks I still have the little silver modem which was taken by the technician when he came out to turn on my telephone and gave me "MY" modem, the black telephony modem, as my paperwork/receipts show. So, I am confused and would hate to have to go to court over a so-called $130 modem that is supposed to be mine. But, I will if that is what it takes!! Suddenlink is now in breach of the verbal agreement that was reached concerning the modem. The Abilene office says their records show no charges were ever charged for the modem, even when I try to tell them that the charge for the modem was waived due to the problems I was having when I first started service with Suddenlink!! Today, my fiance/attorney-in-fact went to try to resolve the matter for the 4th time in a month or so, only to be told the same thing, that since there is no written agreement concerning the modem then I have to either return it or pay for it. However, my fiance told the guy at the counter that there was never a written contract to begin with concerning the verbal agreement/service since it was initiated by telephone, and that was verified by someone independent of the original sales rep. So, Suddenlink insists on getting "MY" modem back either by trying to charge me for it, or I just submit the modem to them. I say that is a bunch of croc because the modem is mine and not theirs. If they want it back, then they will have to pay me half of what they are trying to charge me for "MY" modem = $65. Or I'll haul their butt into court and ask for a whole lot more than $65 for harassment, unwarranted stress and mental anguish they have put me through, plus the breach of the verbal agreement I and my fiance reached with Suddenlink!!

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No Show for 4 appointments

Posted by S. on 07/30/2013

Rating: 1/51

CHARLESTON, WEST VIRGINIA -- What I thought was a simple enough procedure turned into a typical should have been expected experience. I contacted Sudden link and made arrangements for someone to wait at my home for their 5 hour window (8 am - 1 pm) and of course they didn't show or call. When I called back they informed me my appointment time had been moved. I asked how this was done without asking me, they informed me that they had called. LIE, they had been given my son's phone number who was at my office waiting on their call. Phone never rang. Needless to say they didn't show for that appointment either and when I called to ask where the tech was I was told well, it is getting late and it's probably best if you reschedule there is only about a 50/50 chance they would show now. So I set the appointment for the next day between 1 pm to 5 pm when I could be available as not to inconvenience anyone else to have to sit and wait. Again, no show. I called again and was told that they had called. LIE AGAIN. I informed the "couldn't care less " customer service representative that I wanted to see his call log because no one at any time had called me. At this point I was told that the tech was running late and he would be there between 6:30 pm and 8 pm. I was livid at this point and kept asking the representative if he could GUARANTEE me that the tech was showing if I took time out of my evening to sit and wait AGAIN for the useless tech who has made no effort to show the other three times but again I waited. So, at 8:02 pm I again contacted Sudden link and went through the whole story again and was met with the same "couldn't care less" attitude and finally was told well ma'am I'm not sure what you want me to do but I can cancel the appointment if you would like. HELL YES! Cancel the appointment, I no longer want your service or nor do I have faith that the tech can show up, do the work or do it properly. I am so disgusted with Sudden link and their lack of competence. Not ONE time did ANY of the customer service reps EVER say I'm sorry for your inconvenience ma'am, we will fix this. No one cared about the lack of service all around.

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Horrible Service and Even Worse Customer Service

Posted by Scott on 06/14/2013

Rating: 1/51

KRUM, TEXAS -- I had internet service through Suddenlink and used DTV for TV. When I moved I cancelled DTV and bundled TV and Internet through Suddenlink. It was a VERY bad decision. I have had nothing but issues and have been on the phone with Suddenlink for literally hours. The issues still remain and I keep getting the "Someone will contact you in a few days" response. No one ever contacts me. When I call back the issues are never resolved.

Billing. I get told I owe one amount then when I go to pay they say I owe much more. The say they are crediting my account and it never happens. They will NOT give me internet access to my account because they do not want me to see how they are charging extra for services I do not get.

Cable. There is still a cable laying in my yard. The neighbors have complained and say they will call the HOA if I can't get it buried. The cable has been there for about a month and a half now. Calling Suddenlink doe sno good at all. Empty promises and "I'm sorry"s galore.

Internet service. I had 15 megs a second internet service with them. When I bundled TV and internet I "upgraded" to 30 megs/sec. I used to get 15 megs a second in download speed on all my devices. Now I get 14?!?!. When I call they say on "their end" they show me getting 30m/sec.

Customer service. When you call them you spend a very long time on hold and they will give you the run around until you have been on the phone for an hour hoping you will give up and just hang up which is what I have done sometimes.

Do yourself a favor and stay away from Suddenlink. They are NOT Cox or Time Warner or Brighthouse. It is a company that knows they are the only ones that can give you cable service. They have a monopoly and because they do they can get away with the very bare minimum in service they can get away with. They are by far the worse company I have ever dealt within my life. I wish there was an alternative but the only way to get cable internet is through them.

If you do get decide to get Suddenlink service do yourself a favor and set hours aside each week to be on the phone with them.

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Can't Get No..Satisfaction

Posted by west-texas-gal on 09/24/2010

ABILENE, TEXAS -- We are held hostage in Abilene, Tx by the one and only cable company. They demand exhorbitant rates in order that we can receive television service. Satellite TV does not work here as the wind disrupts satellite TV signals. Thus anyone who knows about the wind in West Texas will tell you the wind does blow. For just internet and cable, I spend over $115.00 a month. I asked Suddenlink to fix the converter so no movies could be ordered. They told me they did so. Then what do I see? Almost a year later they sent me a bill for a pay per view which I did not order, but apparently someone did as it appeared on my bill. I asked for an adjustment because my system was supposed to be changed when I complained a year ago so that no one could order a movie. The company representative "Katy" had to refer it to a supervisor, who was coincidentally not available at the time. Have not heard from the supervisor. The second issue is that the recording system did not work for three weeks. When I called in to notify Suddenlink this summer, was told there was a glitch in their system, did not know how or when it would be fixed, but when I receive my bill that I could call in to receive an adjustment for the cable recording not working. When the bill came, I called and was put on hold forever. Katy finally made the adjustment, without apology for the disruption of service, but instead stated, "this is not something we normally do, but since you've been such a good customer we will do it this one time." Those type of statements do not promote good customer relations in what appears to be an overpriced commodity, that one can do without.

Company Response 09/27/2010:Hi - My name is Tina and I am with Suddenlink. Please accept my apologies for the issues you have been experiencing with your cable service. When guide update released this summer, there was an issue that affected some of the DVR's recording capabilities. We diligently worked to resolve the issue as quickly as possible. Your recording services should now be operating properly. In regards to the PPV movie you were charged for, did you receive credit for it as you stated you did not rent it? I would be happy to help any unresolved issues you may have. Please feel free to contact me at tina-AT-suddenlink-DOT-com.

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Lies, Lies, and More Lies

Posted by teresa.0068234 on 02/23/2015

Rating: 1/51

BECKLEY, WEST VIRGINIA -- Suddenlink reps will tell you anything to keep you as a customer, which is nothing but lies. They published my non published number, lied about fixing previous reps mistakes on pricing, There "free internet upgrade" is not free, you have to have different modem, $50. And our internet is worse than ever. Lost several channels in Viacom issue. I could go on, looking "unfortunately into satellite which being a former Dish employee, they are just as bad. But public needs to know, demand and/or record conversation when speaking with Suddenlink, just as legal as them doing it as you are as long as you advise your doing so.

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I Am So Tired Suddenlink Cheating Me Out Of My Money

Posted by JAY on 09/16/2014

Rating: 1/51

WILLIAMSTON, NORTH CAROLINA -- I have internet with Suddenlink. Which internet suppose to be $50.00 a month. I order a security system last month last month supposed to be $25.00 a month. I paid 232.00 for installation and my internet bill. I received a bill this month for a 125.00 which suppose to be $75.00. I call them they told me I have to pay 35 for 3 months for the installation fee. I told them I have already paid for that. They told me I paid for late fees for being a month behind. Well if I was a month behind my bill would have been 100.00 plus 20 late fee. The only problem with that is. I have been behind only 2 time in 2 years.that was last year. They did not correct my bill. They told me I still have to pay 35.00 for 3 more months. Every month they are stealing money from me. I am so tired of Suddenlink stealing from me.

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The Worst Cable and Internet Service

Posted by Jane on 01/09/2013

Rating: 1/51

GREENVILLE, NORTH CAROLINA -- This company just needs to close and let a more honest company take over. They nickel and dime you to death on service and installation fees and the worst part of it is they do not tell you. They just put it on your bill and keep justifying it. I do not care how much you complain they do nothing about it. Poor cable and Internet service just keeps going out and breaking up. Stay away from this company and find a honest and reasonable company to get your service from.

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Bundle?

Posted on 12/01/2012

Rating: 1/51

AMARILLO, TEXAS -- I am in the same 'boat' as a lot of other people that are stuck as far as having a variety of internet/TV choices. I do not like satellite television but am going to purchase one of their packages nonetheless just to get rid of Suddenlink. Because I shop on line, I had countless receipts, ordering information, tracking information in my inbox.........GONE!!, and here it is X-mas where I have approx $1,700 worth of orders that I can no longer confirm or retrieve.

I lost my email service for at least 27 hours that I know of and when it was FIXED, I lost everything.....GONE. Of course this doesn't include the many many times that I lose my signal for an hour or two at a time several times a month. I WOULD NOT RECOMMEND THIS FLY BY NIGHT OUTFIT TO MY WORST ENEMY. BUNDLE THIS, SUDDENLINK.

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Sick of Being Ripped Off!

Posted by Klos on 05/05/2012

Rating: 2/51

MOUNTAIN HOME, ARKANSAS -- We have SuddenLink cable only because they are the only cable choice here. Their rate has gone up EVERY year since they took over Cox Cable here. Our basic extended rate is now $71! We are on SS and that is our only income, as I am sure that a great majority of seniors who live here. I have thought of switching to satellite TV but there are NO local channels here except for 1, that is in Springfield, MO and not good at all for our local news and weather. We get lots of bad weather and depend on local channels, that we can't get on antenna, for warnings, etc. when the weather is bad.. I think this company is really a rip off and wish we could do something about this.

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Fuzzy math

Posted by bobthebuilder589213 on 09/18/2011

I would love to hear from other Suddenlink victims. in 2006 because they had a monopoly in the area I moved to, I was forced to get there service. it was a nightmare from the very start. you have to take at least 4 hours off work to be home during their time frame. in my case they never showed up. next day after calling they did show up. I paid for the installation and monthly charge for service to the installer. within a week I received a bill for over $200.00. long story short, I called and cancelled the service that month. forward to 8/8/11. I once again found myself needing cable and again they owned the area. there was no other provider. I called and ordered BASIC CABLE& INTERNET. ON BOTH COUNTS THEY OVER SOLD ME. when I called this time the lady was very nice and said she would fix the problem. within a day I received another bill, this one for $160.00. it also indicated I was being charged for the 2006 acc for $40,00 with no explanation, also they slid in another $20.00 indicating the installer had made 2 trips. I called again and again the problem was going away, another bill for $103.00 came the next day. I really believe they use dice cups to figure out our bills. roll the cup and add up the number, that's your bill. they are extremely arrogant. if you cancel they come up with a number you owe and put it on file to hurt your credit unless you pay it. I am working with the BBB now trying to force them to provide the service I asked for at the price I was quoted. don't hold out much hope of that happening tho. I think the only difference between there business model and at$t's model is at$t has has been suied more times. the reason, AT&T has been in business longer. the problem would be simple if we could just stay away from this type of company, but the cut out areas that they own and you are forced to deal with someone who you know is crooked. they have spent millions in court, instead of just being an honest service provider. would love to hear of your Suddenlink experience.